Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Isaac Kinity

Raleigh,NC

Summary

Highly motivated and results-driven customer service professional with over 6 years of experience. Proven track record of delivering exceptional service, cultivating positive customer relationships, and resolving inquiries efficiently. Skilled in actively listening to customer needs and providing personalized solutions to exceed expectations. Excellent communication and problem-solving abilities, with a passion for ensuring customer satisfaction. A dedicated team player who thrives in fast-paced environments. Eager to contribute expertise and enhance the customer experience within a dynamic organization.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Resolution Support Analyst

GDiT
08.2023 - Current
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • She answered customer support inquiries via specialized ticket-tracking platforms.
  • Created user accounts and managed access control.
  • Supported users with software, hardware, and network issues.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
  • Utilized a ticketing system to track customer requests and prioritize urgent needs. Ex: ServiceNOW/ AgentOS, CSG.
  • Utilized different software systems to assist existing and non-existing customers such as NCTracks, NCFast, ServiceNow, NICE-CX One, AgentOS, and CSG.
  • Monitored systems in operation and quickly troubleshot errors.
  • Maintained relationships with medical providers, suppliers, and reporters.
  • Processed records quickly to avoid delays and keep workflows running smoothly.
  • Verified accuracy and overall completeness of medical records by auditing and reviewing patient information.

Resolution Analyst

Intuit
11.2022 - 08.2023
  • Took ownership of customer's issues to follow problems through to resolution.
  • Verified the accuracy of customer account information and updated it when necessary.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Updated account information to maintain customer records.
  • Excel (Data Cleaning and Transformation) Cleaning and transforming data using Excel. This is crucial for preparing data for analysis and ensuring its accuracy.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Support Representative

Charter Communications, Spectrum
10.2020 - 11.2022
  • Worked with 30 daily customers to sell over $500 worth of Charter products and services.
  • Excel (Collaboration and Data Sharing) Highlight my ability to collaborate with others by using Excels sharing and collaboration features, such as shared workbooks, cloud storage integration, and real-time co-authoring.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Offered technical support for online purchases and helped customers navigate the website to facilitate the buying process.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.

Resolution Analyst

HTC Global Services
06.2018 - 09.2020
  • Collaborated closely with physicians and nurses to promptly resolve technical issues affecting patient care.
  • Provided timely and efficient solutions to ensure the highest standard of patient care.
  • Work with various departments, including IT and quality assurance, to implement process improvements and mitigate potential risks.
  • Troubleshoot and resolve clinical process inefficiencies to enhance patient care and safety.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Monitored helpdesk and responded to over 25 incoming tickets to address support needs daily.

Education

Information Technology Certificate - IT Certification Program

My Computer Career
Raleigh, NC
11.2021

Associate of Science - Health Education

Wake Technical Community College
Raleigh, NC
05.2019

Skills

  • Organizational Skills
  • Experience utilizing information technology software
  • 2 years of call center experience with a high call volume
  • 5 years of proven experience in customer analytics and business intelligence
  • Proficient In Microsoft Office, Word, Excel, Access, Powerpoint
  • Data Entry
  • Experience in office procedures
  • Customer Experience
  • Problem-Solving Skills
  • Financial Assistance
  • Analytical and Critical Thinking
  • Typing proficiency of 50 WPM

Certification

Information Technology Certification, Server+ Certification, CompTIA A+ Certification, CPR certified, AED certified, E.K.G Tech. Certified

Languages

English
Native or Bilingual
A1
Swahili
Native or Bilingual

Timeline

Resolution Support Analyst

GDiT
08.2023 - Current

Resolution Analyst

Intuit
11.2022 - 08.2023

Customer Support Representative

Charter Communications, Spectrum
10.2020 - 11.2022

Resolution Analyst

HTC Global Services
06.2018 - 09.2020

Information Technology Certificate - IT Certification Program

My Computer Career

Associate of Science - Health Education

Wake Technical Community College

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Isaac Kinity